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Senior Manager - Customer Support
An IT & Internet Services Company
Senior Manager - Customer Support
An IT & Internet Services Company's logo

Senior Manager - Customer Support

at An IT & Internet Services Company

Agency job
via Qrata
6 - 8 yrs
Best in industry
Gurugram
Skills
Customer Support
Customer Service
Team Management
Customer Relationship Management (CRM)
Communication Skills
Effective communication
Six Sigma Black Belt
Reporting
Analytics

Overall responsibility:


  • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
  • Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
  • Develops and implements methods to record, assess, and analyse customer feedback.
  • Develops and implements training and quality assurance programs for new hires and experienced employees.
  • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.

Day to day responsibilities :

  • Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
  • Implementing customer support processes to enhance customer satisfaction.
  • Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department

Mandatory Certifications:


  • ISO
  • Six Sigma BB

Why Join Us : 


1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness

2. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory

3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.

4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!

5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more


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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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Full Stack Developer - Averlon
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